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IT Service Desk Specialist (English and French)

Requistion ID:  422

Krakow, N/A, PL

Date:  02-Jul-2019

We are Lundbeck – a global pharmaceutical company highly commited to improving the quality of life of people suffering from brain diseases. As a part of our strategy, in March 2014, we established Lundbeck Group Business Services in Kraków to help Lundbeck employees globally focus their specialized skills on providing innovative treatments. We do that by delivering best-in-class effective business services in Finance Operations, Compliance & Reporting, Sourcing, IT Support, HR Administration, and Process Excellence.


Currently, for our IT Service Desk Team, are looking for an IT professional with a very good knowledge of French and English. The IT Specialist will be part of a Service Desk Team, providing first-level support to Lundbeck employees globally.


If you are passionate about IT, customer-oriented, and responsible, join our team!



Purpose of the role

The IT Specialist will be part of a Service Desk Team, providing first-level support.

We are working as a Global Service Desk Team – good colleagues, where everyone is focused on customer support (24x5). Our Clients are Lundbeck employees – around 5000 people, as well as consultants and partners, and the support is delivered from three regional centers, which are located in Europe (Krakow), Asia (Singapore) and the Americas (Chicago).

Our support is delivered by phone, on chat, mail or via requests from self-service portal, and all cases are recorded in a global ticketing system (Cherwell).

Our enterprise infrastructure is modern and based on Microsoft (Active Directory, Exchange / Office 365, SharePoint 2013, Microsoft Identity Management, etc.).


Key Responsibilities & Tasks


As an IT Specialist in Lundbeck you will be:

  • Responsible for ensuring restoration of normal service as quickly as possible with a minimum disruption to the business
  • Provide IT support to employees and external consultants worldwide
  • Troubleshooting issues during and post upgrade
  • Able to work in an international organization with different cultures (working hours are Mon-Fri, 8.00am – 1.00 am)
  • Focus on knowledge provided on Service Desk workspace/own inbox
  • Meet all KPI’s defined for Global Service Desk (collective goals) and individual goals
  • Follow support principles and game rules
  • Maintain data integrity and file system security according to manuals, guidelines and SOPs


  • Our preferred candidate has the following personal and professional qualifications:
  • University degree in IT preferred (educational qualification can be substituted with relevant practical experience and/or professional qualification)
  • Around 2 years of experience in a similar role
  • Fluent English (at least B2/C1)
  • Very good knowledge French (at least B2)
  • Experience with end user support in an international service desk
  • Working knowledge of key IT processes around service delivery and operations, especially Incident Management, Knowledge Management, and Service Request Management
  • Very good knowledge of Windows 10, Active Directory, SharePoint, Exchange/Office 365, ticket system etc.
  • Excellent analytical and problem-solving skills
  • Technical understanding and desire to learn more
  • Able to work efficiently in multinational & virtual team
  • Positive attitude and maturity
  • Ability to deliver at high speed and cope with stress
  • Teamwork ability


Our offer includes:

  • High performance culture allowing individual to drive the improvements and participate in the different projects
  • Multinational and friendly working environment
  • Competitive salary and benefits package
  • Work culture focused on employees professional and personal development

Lundbeck is a global pharmaceutical company specialized in brain diseases. For more than 70 years, we have been at the forefront of neuroscience research. We are tirelessly dedicated to restoring brain health, so every person can be their best.

An estimated 700 million people worldwide are living with brain diseases and far too many suffer due to inadequate treatment, discrimination, a reduced number of working days, early retirement and other unnecessary consequences. Every day, we strive for improved treatment and a better life for people living with brain diseases – we call this Progress in Mind.

Our approximately 5,000 employees in more than 50 countries are engaged in the entire value chain throughout research, development, production, marketing and sales. Our pipeline consists of several late-stage development programs and our products are available in more than 100 countries. Our research center is based in Denmark and our production facilities are located in Denmark, France and Italy. Lundbeck generated revenue of DKK 18.1 billion in 2018 (EUR 2.4 billion; USD 2.8 billion).

For additional information, we encourage you to visit our corporate site and connect with us on Twitter at @Lundbeck and via LinkedIn.